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DCG research and articles about: CEM

What you can't see, you can't hack.

What Customer Experience Leaders Need to Know Now About Cybersecurity

I recently interviewed Juanita Koilpillai, a cybersecurity expert who is the CEO of Waverley Labs (a cybersecurity software and services firm) and co-founder of the Digital Risk Management (DRM) Institute (a nonprofit seeking to expand knowledge about cybersecurity risks.) She identified two important, nascent trends for 2017: • Cybersecurity collaboration. In forward-looking companies, the lines of… read more >

table-top-journey-mapping-snip-Designing-CX

Are Journey Maps on Your Agenda for 2017?

If so, DCG has two webinar resources that will help you and your fellow stakeholders get started. The shift from inside-out to outside-in approaches to customer experience management (CEM) is fueling interest in journey strategies and the practice of journey mapping. Enabling the journey that the customer wants to take is the key to attracting,… read more >

Trends 2017: Six Operational Excellence Trends That Will Dominate Customer Experience Management

In my last post, I identified a strategic focus on operational excellence that will drive business leaders responsible for business transformation and customer experience (CX) management in 2017. Business leaders want to move beyond experimentation with emerging technologies. And they definitely want to end budget-blowing overruns on large scale projects, like omnichannel, which can cost… read more >

Trends 2017: Operational Excellence Will Dominate Investments in Customer Experience Management

January is that time of the year when business and technology trends start surfacing fast and furious from think tanks, research firms, journalists, and independent consultants. This year is no exception—pundits have plenty to say about trends for hot technologies, such as the internet of things (IoT), virtual reality, cognitive computing, conversational robots, just to… read more >

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Data: Removing the barriers to get the bigger picture

Doing something over and over again and expecting a different result is EITHER practice or insanity.  The difference is simply in how long you’re willing to wait until things start to change. Similarly, treating all customers the same and simply doing the same things over in the new channels, is equally as unproductive. To successfully meet… read more >

DX Summit Chicago

DX Summit is a two-day conference which covers the strategies, technologies and thought leadership that deliver great digital experiences.

Cathy McKnight will facilitate a roundtable session: Need A New DX Platform? Players, Perspectives and the Script for Success at 9:45 am on Wednesday, November 16, 2016. In this highly interactive roundtable session, four industry professionals bring different perspectives to the process of scoping, acquiring and implementing a new DX platform. Speakers play the roles of executive champion/budget holder, project leader, consulting partner and solution team. Gain unique insight into success factors for organizing and executing your next DX acquisition, including navigating the business case, identifying stakeholders, planning for the vendor pitches and making the final decisions. The session ends with a flash forward–one year out, how did the acquisition and implementation deliver results?

 

Customer Experience

A Voice of the Customer Approach for Choosing Really Great Service Providers for Customer Experience

Customer Experience (CX) initiatives can be extremely complex or relatively straightforward – depending on whether the focus is on 1) customer experience management (CEM) by transforming the CX and reinventing customer-facing business processes across the organization, or 2) implementing technologies such as a content management system (CMS), customer analytics, or e-commerce. But no matter what… read more >

Free Developer Report

How to Choose Really Great Service Providers for Customer Experience

Digital Clarity Group Launches a Voice of the Customer Program for Evaluating Service Providers Customer experience management initiatives can be extremely complex or relatively straightforward – ranging from transforming the customer experience and reinventing the strategic business processes that support business initiatives to implementing technologies such as a content management system or digital asset management… read more >

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Great customer experiences require more than streamlined processes and new technology

I love my dentist. How many of you can actually say that and mean it? I first met him one weekend when an abcessed tooth blew up from nowhere, spiking my fever to 102 degrees on a Saturday night. In desperation I called my regular dentist, whose answering service told me about the on-call dentist… read more >

ribbon-cutting

Firms and Service Partners Must Abandon the Project Mentality

In recent discussions with both IT and marketing leaders at over ten firms, they consistently noted one common barrier to improving customer experiences. As one said, “Getting the capital expenditure budget for the project is actually not that hard. But approval for on-going operational expenses is very rare.” This build-launch-and-forget mentality was never a good idea…. read more >

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